Location: Pune, India (Hybrid; remote possible in exceptional cases) Regnology Germany GmbH is seeking a highly organized, detail-oriented professional to join its expanding global Customer Success team as a Helpdesk & Customer Success Operations Agent. This role offers a unique opportunity to be part of a dynamic international company specializing in regulatory, risk, and supervisory technology solutions. Based in Pune, India—with flexibility for remote work in exceptional cases—the position is ideal for individuals who thrive in fast-paced environments and are motivated to enhance client experience and internal efficiency. Role Overview The Helpdesk & Customer Success Operations Agent serves as the first point of contact for clients, managing incoming support tickets and providing essential operational assistance to Customer Success Managers (CSMs). Working within a “Follow the Sun” (FTS) model, the successful candidate will contribute to 24/7 global support coverage, ensuring timely and high-quality responses to client needs. This position calls for a proactive individual capable of handling multiple responsibilities simultaneously—from triaging technical requests to optimizing internal workflows. As one of the first hires in the region, the role will also play a pivotal part in scaling Regnology’s helpdesk operations and improving customer support systems. Key Responsibilities Helpdesk and Client Support Act as the initial contact for client inquiries through platforms such as Jira Service Desk or Zendesk. Triage, categorize, and route tickets to appropriate internal teams while maintaining accurate documentation and high-quality data capture. Monitor ticket queues and track resolution progress to ensure timely follow-up and escalation when necessary. Maintain detailed client interaction records, ensuring transparency and traceability across support channels. Customer Success Operations Provide administrative and operational support to Customer Success Managers, including CRM updates, meeting coordination, and follow-up tracking. Maintain consistency and accuracy of customer records across internal systems. Assist in the continuous improvement of Customer Success processes, documentation, and templates as the organization grows. Global Coordination and Internal Operations Participate in an international on-call rotation to manage time-sensitive issues outside regular working hours. Ensure seamless communication and handover between regional teams within the Follow the Sun model. Contribute to internal reporting, data entry, and operational documentation with precision and accountability. Identify recurring support patterns or workflow inefficiencies and propose practical improvements. Additional Responsibilities (as applicable) Assist with routine SaaS platform tasks, including user access and permission adjustments. Accurately triage software-related requests and forward them to the relevant support or product teams. Refine internal FAQs and knowledge bases based on recurring ticket patterns. Candidate Profile Qualifications and Experience Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience). Prior experience in helpdesk, IT support, or customer-facing operational roles is advantageous. Familiarity with ticketing systems, CRM tools, and workflow platforms. Strong ability to manage multiple requests with structured prioritization and attention to detail. Excellent written and verbal communication skills in English. Ability to work independently in a remote or hybrid environment. Willingness to participate in on-call or weekend coverage as part of a global support rotation. Core Attributes Highly organized and dependable, with a structured approach to complex workflows. Calm and solution-oriented under pressure, demonstrating strong service ethics. Collaborative and adaptable across cultures and time zones. Motivated to continuously improve processes and client engagement standards. Eager to grow within Customer Success operations, enablement, or coordination functions. Why Join Regnology Regnology offers an environment where innovation, collaboration, and growth converge. As a market-leading SaaS company with a strong commitment to agility and technological advancement, Regnology empowers its employees to take ownership of their professional development. Team members benefit from a supportive culture characterized by transparent communication, cross-functional collaboration, and international exposure. Employees enjoy: A dynamic and inclusive workplace where innovation drives success. Opportunities to participate in international projects and assume meaningful responsibility. Access to mentorship through the company’s buddy program and extensive training opportunities. Career mobility through internal transfer initiatives that foster cross-functional learning. A positive, team-oriented culture reinforced by company events and global connectivity. At Regnology, personal growth aligns with organizational purpose—the drive to empower financial institutions and regulators worldwide through cutting-edge technology. The company’s success is built on its people, who are encouraged to bring creativity, structure, and excellence to every interaction. About RegnologyRegnology is a global leader in regulatory, risk, and supervisory technology solutions (RegTech, RiskTech, and SupTech), as well as in AEOI and tax reporting services. With more than 25 years of expertise, the company supports over 7,000 financial institutions and collaborates with more than 50 regulators and tax authorities across 60 countries. Headquartered in Germany, Regnology employs over 770 professionals in 17 offices across 12 countries, driving innovation and reliability in regulatory technology. VISIT OFFICIAL WEBSITE TO APPLY For more opportunities such as these please follow us on Facebook, Instagram , WhatsApp, Twitter, LinkedIn and Telegram Disclaimer: Global South Opportunities (GSO) is not the hiring organization. For any inquiries, please contact the official organization directly. Please do not send your applications to GSO, as we are unable to process them. Due to the high volume of emails, we receive daily, we may not be able to respond to all inquiries. Thank you for your understanding.